Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This pertains to 5-star concrete operating under Childers Brothers Multiple problems from scheduling, workmanship, follow up, time to complete the job, prematurely billing for the job with their finance company. Job is cosmetically not good after a few attempts to resurface/refinish. Also now a safety concern as the paint hasn't friend & topcoat is peeling up. My dogs are on this surface & now have to be fenced off the area to avoid the sticky, gooey mess & peeling topcoat Have made multiple attempts to get this addressed - via phone calls and text messages to supervisors & lead sales person. Also with the finance company - as I'm getting billed for a job I didn't agree as completed. All video & photos, messages to Michael ******* lance ******** David (supervisor), & John ****** with time & date stamps are available. This job was to take 24-48 hours & has extended into 7 months now. They acknowledge receipt of correspondence and reply, but no action to rectify completelyBusiness response
05/03/2022
Business Response /* (1000, 5, 2022/04/13) */ The work being done at ******* ******* home was the coating of 2 concrete patios. The first patio was completed on November 19, 2021. The second patio was competed on January 3, 2022. The scheduling of the 2 patios were upon Allisons request because of dogs needing an area and her work schedule. We had not heard any complaints about the work on the 1st patio from November to January and she did not say anything when we confirmed the install for January or did not speak to the install crew while they were at her home on Jan 3rd. Our contract clearly states that the project total is due upon completion of the project and Mrs. ****** had chose to use a 3rd party finance option. On the morning of January 4, 2021 we applied to be paid from the finance company on the project. We did not hear from Mrs. ****** until January 5 that she was not happy with either patio. She had not complained about the patio we did in November until several days after the final patio was done in January. We preformed a service on February 28-March 1 and we completely recoated the south patio and we re-did the topcoat on the other patio.When the installer completed the project on March 1, 22 ******* told him that she was very pleased with the service preformed. During that service our technician explained that the patio was lower than the grass and that the sprinklers would need to be off for at least two weeks and the water issue would need to be addressed in order for the coating to cure properly. We also asked that the dogs not be allowed on the coating for at least 24 hours. We have been back after the service was completed about additional complaints. Most of the issues can be remedied just by cleaning the patio of dog urine and hard water stains from the sprinkler. The coating was not allowed to cure properly and is still wet in places. We have re-purchased the loan on the project from the 3rd party lender and ******* will no longer be responsible for payment. We have returned her money as requested by her in this complaint. We will be unable to go back and keep coating the patio due to the coating not being allowed to cure and protocols not being followed by the homeowner. Consumer Response /* (3000, 7, 2022/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician never said anything regarding keeping the sprinklers off for 2 weeks. 24 hours off the surface was all that was ever stated - for both sides. This is the first I'd heard if this 2 week period without the sprinklers. The dogs were off the porch for > 24 hours as was stated. Urine is not the problem with the topcoat for several reasons: 1. The side that was completely resurfaced correctly is great. No problems or complaints. The dogs are on this porch the same as the back porch. There are no issues . 2. The back porch is peeling in many areas. Areas my dogs aren't on or able to urinate on. The back porch was redone differently. In 30 minutes and a thin layer of topcoat over the existing topcoat. This first coat was with a different product no longer being used. It was not sanded down or cleaned off - the second layer was laid thinly over this and it still had dirt and debris on it. It was a "quick fix" & this is peeling and flaking off.. I'll ask for what I had originally on the back porch a few times. Redo it correctly like the side porch. This product is supposed to last for years, so I have to see it as it is now for years. Redo it like it should have been the first time & as I had requested. Then this can all be resolved. The fact nobody ever called to discuss this from Childers Brothers, despite calls to request help, is concerning. I want this finished as much as they do. It I want it done right since this is a permanent product. This will forever represent that company. As it looks now, just weeks after that last topcoat - it looks bad. I encourage anyone from there to come back out now and compare the two porches. It's obvious one was done differently. I appreciate the help & just want this completed. Understanding this is not a repeat service to be done - after this back porch is done correctly. Business Response /* (4000, 10, 2022/04/25) */ We will reach out concerning this issue and set up a time to come and re coat the patio
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.